IKEA Customer service
We can only meet you online at the moment, and this poses major challenges. We are currently experiencing unprecedented demand and customer service is busier than ever before. We realize that as a result we cannot help everyone as we would like, and we regret that.
We are making every effort every day to improve our service, and advise customers who cannot reach our customer service to consult our FAQs. We are expanding our capacity by deploying additional store employees to deliver orders themselves and by deploying additional employees at our customer service.
We appreciate your understanding and patience. Home life is more important than ever at the moment and we want to be there for you.
Click & collect
From February 10th it will be possible again to pick up your online order at one of our stores. Due to unprecedented demand, we have limited capacity to take Click & Collect orders in some of our stores for the first period of time. This may cause that you don’t see the Click & Collect option in the checkout. In case you want to collect your order yourself, we advise you to try again the next day.
Because the safety of our customers and employees is our top priority, we temporarily offer Contactless Click & Collect.
All our stores are closed. See all frequentely asked questions
- Is it possible to visit a store with an appointment from March 3?
No, that is not possible. Only if you use our online planning services, from 3rd March on, there's very limited possible to visit the store to view a product or material in real life after the online appointment. In a number of our stores this is not possible. This is possible at a specifically agreed time and under the guidance of an employee. Of course with all the safety measures in mind and a health check beforehand.
- I am unable to complete an order, how is this possible?
Due to the extreme demands, we may not be able to take your order at the moment. We advise you to try again the next day. We apologize for the inconvenience.
- What is the delivery time of my order?
The delivery time of your order depends on the type of order you have made: online or in store. Also if you have ordered custom products, the delivery time may vary. Did you place an order online? Then your order will be delivered by parcel or truck. Please note: due to the extreme demands, delivery of parcel orders takes a lot longer than you are used to from us. If you are unable to order a product, we see no possibility to take your order at this moment. We advise you to try again the next day. We apologize for the inconvenience.You can follow the status of your order and expected delivery date here.
- Why can delivery costs vary in price?
It is good to realize that transport is not free of charge for anyone. The shipping costs vary from € 2.99 and € 9.99 for a parcel shipment and from € 49.- when your order is delivered by truck. We understand that you are surprised when you see that a small item can only be delivered with a truck delivery. This situation can have two causes. Due to the extreem business in the webshop, all parcel deliveries in your zip code area are already fully booked or there is no more stock in the central warehouse. The webshop will then automatically indicate the remaining delivery methods, such as a truck delivery. This is sometimes out of proportion to your order. In that case, you can try again later to see if there are any parcel slots came free or if the product is back in stock. We cannot check this stock forecast for you. You can make your purchases also in the store again after reopening.
- What is the status of my order?
The latest status of your order can be found here.
- I can not reach the customer service. Why is this?
Because of very high online demand and the closure of our stores our customer service is experiencing more business than usual. Unfortunately this means we can not help every customer as good as we would like to. Every day we improve and advice customers that can not reach our customer service to view our frequently asked questions.
- I want to exchange or return a product. How do I do that? What is the deadline?
The original exchange and return period that applies to your purchase is extended with 30 days after the reopening of our stores.
- How does the contactless Click & collectwork?
- Follow the signs 'Click & collect' and park in the designated parking spaces.
- Check in via a check-in button in the pick-up confirmation on your mobile phone.
- Fill in the parking space where you are parked.
- Have the generated QR code ready.
- Wait in the car for an IKEA co-worker to bring your order.
- Load your order in the car yourself and leave the shopping cart.
We ask that you follow the directions of our staff at all times.
- How much time do I have to pick up my Click & collect order?
The available time slots to pick up your order will appear automatically when you are ordering online. Depending on the opening hours of the chosen store and the time of ordering, you can choose a pick-up time on the day itself, or on the next day.
- Why are some products out of stock?
The impact of COVID-19 causes that our suppliers have a delay in production, but we see that demand for certain products is increasing. As a result, we see that production and distribution are under pressure and we have to deal with delays in supply.
How do I know if my product is in stock?
For the most up-to-date stock information, in stores and online, we advise customers to visit the product pages on IKEA.nl.
When will the stock be replenished?
Unfortunately, due to the unpredictable nature of COVID-19, we cannot say with certainty when the challenges in the stock will be solved.
- Will my scheduled appointment for the Buy Back and resell service (Bring Back Friday) still go ahead? Will I still get the double value back?
The booked appointments for the 'Bring back Friday' acitivity will not take place during the closure of the stores. When the stores are open again you can make another appointment. The period to make use of the Bring back Friday activity will be extended to 30 days after the stores reopen.
- I bought a mattress. What happens to the terms and conditions of the mattress exchange guarantee?
The mattress exchange guarantee is extended up to 30 days after the reopening of the stores.
- Is the parking lot still open when the stores close?
No, the parking lot of the store is only open when the store is open.
- Can I still return products via the Buy Back and resell service (Meubel inruilservice)?
No, during closure it’s not possible to come to the store and return products.
- I received a gift card with my Christmas tree, Will the duration be extended?
All gift cards will be extended if necessary until two months after the reopening of the stores.
- I have a gift card from the advent calendar. What can I do with that?
The gift cards from the advent calendar are valid until June 2021.
What is the balance on my gift card / promotional card?
To check the balance of your (digital) gift card, you can enter the gift card number and pin code online. Have you used the card before, but the total amount hasn't been used yet? Then you can also check the balance on the receipt. The balance of the gift card is valid indefinitely. If you have a promotional card (e.g. from the Christmas tree promotion or the Advent calendar) you can also check the balance online. You don't have to enter a pincode. The balance on the promotional card has a limited validity
- Can I rent a trailer or a cargo bike?
No, when the stores close it is not possible to rent a cargo box, van or cargo bike.
- Why are products out of stock?
The impact of the coronavirus causes our suppliers to lag behind in production. At the same time, we see that the demand for certain products is increasing. As a result, we see that production and distribution are under pressure and we have to deal with delays in supply. Click here for more stock information.
- What do you do with the Christmas trees that have not yet been sold?
Several stores had already run out of Christmas trees. The Christmas trees that have not been sold have either been donated to charity or given to a waste disposal company for sustainable processing.
You'll find all of the information about the order you have placed here. You can track your current order, view your order history or cancel an order.
Returns and exchanges
Not satisfied with your purchase? You have 365 days to return or exchange your products. Find out all about how to exchange or return your products here.
Do you want to find out if the product you wish to buy is in stock? You can check whether a product is available in your location by entering the product name or article number. Stock information is updated every 45 minutes.
Sorry, only availabe in Dutch for now, but soon in English!